Arabic-Speaking Call Centre Team Lead

About the role

An experienced Call Centre Manager / Team Lead is sought to oversee daily call centre operations, manage a team of customer service representatives and ensure high standards of customer experience. The role focuses on team performance, KPI management, customer escalations and operational efficiency.

Key responsibilities

• Oversee daily call centre operations so that enquiries and service requests are handled efficiently.
• Lead, coach and manage agents, monitoring productivity, performance and service quality.
• Track KPIs such as call volumes, response times, customer satisfaction and resolution rates.
• Handle customer complaints and escalations with timely resolution.
• Manage team schedules, workloads and staffing.
• Monitor call quality and customer feedback to identify improvements.
• Develop procedures to improve productivity, customer satisfaction and first-call resolution.
• Prepare performance reports and update management regularly.
• Maintain accurate customer records and use CRM and call centre systems effectively.

Required profile

• Bachelor's degree in Business Administration or a related field preferred.
• 5-8 years of experience in call centre operations or customer service.
• 2-3 years in a team leadership or supervisory role.
• Proven experience managing teams, monitoring KPIs and driving performance.
• Fluency in Arabic and English is essential.

Required skills

• Strong understanding of call centre metrics, quality assurance and customer service processes.
• Familiarity with CRM systems and call centre platforms.
• Excellent leadership, communication and problem-solving skills.